Head of Product Owners

• Independently lead/represent the organization on the Salesforce technology solution used by over 1500 users across MassMutual as well as indirect interaction by all MM advisors and customers.
• Create a strategy based on the long-term vision for the various products (i.e. Salesforce Genesys etc.) and needs of the organization.
• Outline short- and long-term goals and make strategic decisions that will benefit the business and transform our advisor's/customer's experience
• Serve as the voice of the customer ensuring features address real use needs and enhance experience. Identify the key product features and capabilities to be built. Influence leaders and business teams to transform how we deliver service to our advisors and customers with a forward-thinking mindset.
• Maximize business value through increased advisor and customer satisfaction and reduced business expenses by fully leveraging platform capabilities and optimizing business processes.
• Engage key stakeholders in senior leadership roles across Operations ETX Compliance and MMFA on critical decisions/information throughout the project life cycle to ensure alignment on delivery of capabilities.
• Partner with leadership on the development of initiatives and deliverables to build a roadmap that will raise awareness to potential organizational risks with capacity change management and success of an initiative.
• Advocate for and coordinate the project team partners and stakeholders to ensure alignment around strategy and project deliverables.
• Support planning reviews demos and acceptance of completed work ensuring quality.
• Develop the business goals and roadmaps formulate scope and create a time-based implementation plan.
• Report regularly on initiatives status escalating risks/barriers to appropriate leadership with recommendations to address the issues.

• Coordinate monthly reporting of key initiatives within the organization to provide leadership insights into accomplishments barriers and general awareness.
• Collaborate on the development/execution of the communication plan that supports the socialization of the MM Operations Salesforce strategy

• Support and collaborate with business owners in the development of presentations that communicate strategy business cases current state etc.
• Leverage operational Salesforce Genesys etc. product and process knowledge to provide analysis of operational data that educates the business on impacts of initiatives workflow changes environmental effects
• Demonstrate strong leadership and negotiation skills with business partners on analyzing business practices and devising strategies that will improve efficiency customer experience and/or employee engagement
• Partner with product owner/leadership of the Customer Care Centers Wealth Management and Enterprise Technology to maximize the value of the combined suite of capabilities.
• Keep change management principles in mind for proper timing and adjustment of teams
• Create maintain and prioritize the product backlog (business requirements user stories acceptance criteria etc.) for development teams.

• Bachelor's degree or equivalent work experience in business consulting or project management
• 8+ years in a leadership business or strategic consultant role
• Ability to think strategically/big picture and understand how the pieces fit across an operating system
• Ability to multi-task and manage projects and or priorities as assigned
• Demonstrated ability to successfully collaborate and manage work across teams and business units with competing priorities.
• Experience in working with various project delivery models (agile waterfall hybrid)
• Financial acumen with experience in tracking and reporting benefit realization
• Authorized to work in the United States without sponsorship now or in the future
• Proven ability to develop transformative solutions that leads to significant business results and/or improved customer and advisor experiences
• Demonstrated skill in autonomous decision-making considering potential business risks
• Ability to work independently with minimal direction and potential ambiguous situations
• Excellent interpersonal and communication skills

• Experience with Salesforce technology; ideally in deployment or optimization efforts
• Strong data analysis with experience managing complex and multiple data resources
• Ability to leverage data analytics and/or emerging technologies to apply to a business setting that yields transformative value
• Excellent written and verbal communication skills including the ability to effectively present complex information clearly
• Extremely organized detail-oriented individual who is capable of self-managing and multi-tasking in a fast-paced demanding environment.
• Proven ability to collaborate cross-functionally/cross-organization and influence outcomes
• Demonstrated ability to adapt to changing business priorities and a strong work ethic
• Knowledge of Life systems and workflows within operations
• Proficient in Excel and PowerPoint
• Excellent project management skills

What We Do

Since 1851 MassMutual’s commitment has always been to help people protect their families support their communities and help one another. This is why we want to inspire people to Live Mutual. We’re people helping people. Together we’re stronger.

Why Work With Us

MassMutual has the financial security and stability of a 170+ year old company with the culture and energy of a startup. We work every day with the customer front of mind to build the best digital experience in the industry.

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